At Zoomtopia, Zoom debuted a shared memory layer that lets human and AI agents act on complete customer context across every interaction.

The Gist

Unified context layer . Zoom combines customer data for connected support interactions.

Expanded engagement channels . AI-powered agents now assist in digital and physical spaces.

Cost reduction potential . Contact center leaders may lower costs and improve efficiency.

Zoom on Oct. 20 unveiled a set of customer experience (CX) capabilities at Zoomtopia, its annual customer conference. At the center is a new unified context layer that gives human and AI agents a shared memory of each customer, building context across interactions so businesses can act on what a customer needs.

The company also introduced expanded Zoom Virtual Agent (ZVA) capabilities — including a new kiosk channel for physical locations — along with Customer Profiles, Source Hub integration, workflow automation and an Agent Architect tool for building virtual agents from real call…